Customer Service Manager / Contact Centre Manager

Southend-On-Sea, Essex, England
15 Feb 2018
15 Mar 2018
Bluetown Online
Contract Type
Full Time

Job Title: Service Delivery Manager (Customer Service)

Location: Southend-on-Sea, Essex

Salary: Competitive

Job Type: Permanent, Full Time (40 hours per week)

Are you looking for a challenge and want to work for the European Contact Centre of the year?

You will be heading up a large team of around 35-45 employees, you will be supported by team managers who will look after the day to day running of the team. You will be leading by example and become the leading brand ambassador for the contact centre team. You will ensure that team service levels are met or exceeded through effective execution of performance management to include SMART target setting, coaching, mentoring, training, personal development, personal improvement plans and disciplinary action plans

Are you excited about working for a fantastic brand?

Why work here?

As a Service Delivery Manager you will have the full support of the senior management team and will be given full training. They have a bright, vibrant and modern office which have some excellent views of the seafront. They are close to main train lines and bus routes with a public car park next to their office. They are right next to the heart of the town centre so there are many shops around. They also offer all our employees a wide range of benefits as they like to look after their staff.

What will I do?

You will be ensuring your team managers engage and support all employees, you will need to build a successful leadership approach ensuring respect and trust across your team. You will be leading by example and become the leading brand ambassador for the contact centre team. It is vital that your team ensure customer service is provided at a high standard and ensure all customers can communicate with ease by acting quickly and consistently. Your Customer Service Advisors will be the voice of this esteemed brand and you will need to guarantee that the customer is at the heart of every conversation.

What shifts are available?

Your team will have various shift patterns available as the service will be available 24/7. This means we have both full and part time positions available in various shift patterns for your team members. In your absence the Team Managers will assume any additional responsibilities. Your role will be 40 hours a week and your hours of work are between the core hours of 8am - 6pm (8 hours a day plus a 1 hour break).

What do I need?

  • Has the right to work legally in the UK
  • A desire and genuine passion for delivering excellent customer service ensuring an empathic approach
  • Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
  • Excellent leadership and communication skills
  • A diverse skill set covering all People, Account, Client Management and Development
  • Have a real enthusiasm about joining the family and developing your career with us
  • Experience of managing and leading a team
  • Experience of developing your team and leading on KPI's
  • Experience of working in a customer facing environment
  • Experience of managing and leading a team
  • Experience of developing your team and leading on KPI's
  • Significant knowledge of end to end service delivery in a customer contact centre environment
  • Understanding of 24/7 service delivery culture and requirements
  • Experience of Account/Relationship Management

Desirable Experience:

  • Experience of working in a contact centre environment
  • An understanding of the retail/food industry
  • An understanding or keen interest in social networking
  • Knowledge of ACD (Automatic Call Distribution) phone systems

Please click the APPLY button to submit your CV and Covering Letter.

Candidates with the relevant Job Titles and Experience of; Service Delivery Manager, Client Services, Client Support, Implementation Manager, Customer Relationship Manager, Healthcare Delivery Manager, Client Services Manager, Client Relationship Manager, Relations Manager, Customer Support, Service Delivery Manager, Client Care Manager, Customer Services Manager, Implementation Support Manger, Contact Centre Manager, Customer Service Team Leader, Service Delivery Team Lead may also be considered for this role.